1. Purpose & Scope

This SOP defines the standard process for handling all inbound contact from leasing prospects and current tenants at MPI Development Group properties. It is designed to ensure consistent, professional service delivery across all communication channels.

This document applies to:

• All inbound phone calls related to leasing inquiries
• Walk-in prospects at any MPI property
• Email inquiries forwarded to the leasing department
• Any team member acting in a leasing or customer-facing capacity

2. Contact Classification

Every inbound contact must be classified within the first 30 seconds of the interaction. There are three primary categories:

3. Leasing Intake Process

3.1 Step-by-step flow

Follow these steps in order for every leasing prospect contact.

1. 1 GREET & IDENTIFY PURPOSE — Answer within 3 rings. Introduce yourself and the company. Let the prospect speak first. Confirm this is a leasing inquiry before proceeding.
2. 2 GATHER INTAKE INFORMATION — Ask the required questions in Section 3.2. Take notes in the CRM or intake log. Do not skip required fields.
3. 3 PROVIDE BASIC INFORMATION — Share only confirmed information: property names, general locations, and that a leasing specialist will follow up. Do not quote specific rates or confirm availability without verifying with the team.
4. 4 SET CLEAR EXPECTATIONS — State who will contact them, which channel (phone/email), and within what timeframe (standard: 1 business day). Capture preferred contact method.
5. 5 CLOSE & CONFIRM — Read back key information. Confirm spelling of name and accuracy of phone/email. Thank the prospect. Log the contact immediately after the call.

3.2 Required intake questions

Must be asked on every leasing inquiry call. Mark N/A only if the prospect already provided the information unprompted.

3.3 Supplementary questions — MPI context

Ask when context suggests relevance:

• Asian-community / neighborhood fit — Helps match to Carter Oak Plaza, City Farmers Market, or Saigon Plaza (future).
• Special infrastructure — Kitchen hood, grease trap, loading dock (critical for F&B; not all units equipped).
• Prior commercial lease experience — First-time tenants may need more guidance through the application process.

4. Routing & Escalation

4.1 Maintenance / emergency calls

Non-emergency maintenance — collect before transferring:

• Tenant name and business name
• Unit address and suite number
• Description of the issue (what, where, when it started)
• Is the space usable? Any safety concern?
• Best time and contact for maintenance follow-up

4.2 Billing & collections calls

Do not confirm or deny specific dollar amounts, balances, or payment status without verification from accounting.

1. Collect tenant name, business name, unit address, and nature of inquiry.
2. Acknowledge — let the tenant know their concern is noted.
3. Transfer or message accounting/billing with full notes.
4. Confirm when they can expect a callback.

5. MPI Properties Reference

All leasing staff must be familiar with the following properties. Keep this list updated as new properties are added or statuses change.

6. Service Standards

7. What Never to Do

Hard rules — no exceptions

• Never quote specific rental rates without verifying current pricing with the leasing team.
• Never confirm or deny unit availability without checking the availability database.
• Never promise a lease decision, approval, or timeline without manager sign-off.
• Never share another tenant’s name, rent, or lease details with any third party.
• Never put an emergency (safety) caller on hold.
• Never argue with a prospect or tenant — escalate instead.
• Never end a call without capturing the caller’s name and at least one contact method.

8. Document Revision Log

This document is reviewed quarterly. The Team Lead is responsible for keeping property listings, routing contacts, and service standards current.